====== Troubleshooting - Unable to open a ticket ======

Author: Michelle McCausland

===== Example Customer Request =====

<code>Support, I am unable to open up ticket # 300484. Myself and my team are getting the “you may not view Ticket # 300484 due to Visibility restrictions”. 
I have attached a screenshot of it to the email. </code>

{{ :onboarding:ticketer:ticket_visibility_restrictions.png?nolink |}}

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===== Solution =====

This visibility error occurs when a ticket is assigned to a visibility that no longer exists. 

It is necessary to check the ticket in the database and update it to a similar visibility or if one is not apparent to ask the customer to which visibility it should belong.

**Query to retrieve tickets associated with deleted visibilities**

//For reference only - should reviewed before use//

<code>SELECT id, summary, create_date, closed_date, visibility, parent_id 
FROM ticketer.ticket 
WHERE visibility NOT IN (SELECT name FROM ticketer.visibility);</code>

**Note:** As of the time of writing - 18th May 2017, [[https://errigal.atlassian.net/browse/IDMS-1129|IDMS-1129]] was created to prevent this issue from occurring. (RESOLVED)

An audit report exists to show results for this issue - [[https://errigal.atlassian.net/browse/SUPPORT-412|SUPPORT-412]] (RESOLVED)